Complaints Procedure
At Hollins Grove Surgery, our aim is to provide the highest possible standard of care for all our patients. We always welcome feedback and are keen to hear any suggestions on how we can improve the service we provide.
If you feel that you have not received the level of service you expected, or if an issue has been handled inappropriately, please let us know. This gives us the opportunity to put things right or explain the reasons behind our decisions
How to Make a Complaint
We aim to provide the best possible care and service to all our patients. If you are unhappy with any aspect of the care or service you have received, please let us know so that we can look into your concerns and try to resolve them.
How to Raise a Concern
- Speak to a member of staff: We will try to resolve your concern as quickly as possible, ideally at the time it arises.
- Make a formal complaint: If your concern cannot be resolved informally, you can complete a complaint form, or collect from reception.
- Complaints Lead: Complaints are managed by our Complaints Lead, Amy Kelly.
Or send a written complaint to:
Amy Kelly – Complaints Lead
Hollins Grove Surgery
153 Blackburn Road
Darwen
BB3 1ET
- We will acknowledge your complaint within three working days.
- We aim to provide a full response within 30 days. If we need longer to investigate your complaint, we will keep you informed and explain the reason for the delay.
- All complaints are handled confidentially and in accordance with NHS complaints procedures.
We hope that most problems can be resolved easily and quickly, often at the time they arise and directly with the person involved. However, if your issue cannot be resolved in this way and you wish to make a formal complaint, please contact us within a few days or weeks of the incident so we can establish what happened more easily.
